If you are planning to conduct video and audio groups please review the following topics:
For Participants: "Activating your computers video and audio"
For Moderators: "Video and or audio sessions"
Live session system requirements test: Test my computer now!
PLEASE NOTE: To participate in, or moderate, a live video & audio interviews or group you must have a minimum internet upload speed of 500kbs. To test your upload speed please perform the internet connection test by using http://speedtest.net
If you do not currently have a stable internet upload speed of more than 500kbs you may experience video interruption.
Common problems and solution for live video and or audio sessions:
|The Participant is unable to activate the web camera.||
If using a USB camera make sure the camera is plugged in to a USB port.
Have the participant access the settings and choose a different webcam input option.
Check your own webcam settings.
Have the participant use a different web browser.
If they are using Chrome, participants will be required to follow an extra step.
The internet bandwidth may not be large enough to allow for full video and audio - switched to Audio only instead.
|My Flash player crashes/freezes.||
There maybe several reason why your flash player keeps crashing or freezes, and it will be related to the version you have installed on your laptop or PC and which browser you are using. For help please review the Adobe Flash help page: http://helpx.adobe.com/flash-player.html
We recommend that you test the current version you are using and make sure you have the most current version installed.
You may also wish to disable hardware acceleration in your flash player, please review the Adobe Flash help centre article: https://forums.adobe.com/thread/891337
|My web browser is unresponsive||
First please review the above solution.
The video and audio streamed live over the internet is highly dependant on the bandwidth of your internet connection, in particular the upload speed. If you are running a video and audio test with participants from the same location it is likely this will slow down the responsiveness of your browser.
How well the video and audio responds is completely dependant on your installation of flash, the browser you are using and the available Internet bandwidth (particularly upload speeds).
Make sure you meet all the system requirements as stated here: http://groupquality.com/browsertest/
|Some times I here echo from myself through the computer speakers.||
Use a set of earphones or audio microphone headset to eliminate feedback.
Turn down the volume on your computer's speakers
Adjust the sound settings to help reduce any unnecessary echo.
|The participant can see the Moderator's video and hear the audio. but the Moderator can not see the participant video or hear their audio.
This is occurs in Google Chrome when the participant has not taken the extra step to "Allow" Google Chrome to access the participant's audio and video tools. This is an extra permission step initiated by the Chrome web browser which must be completed.
The Participant is unable to activate the microphone.
I can not hear the participant.
Have the participant access the settings and choose a different microphone input option.
Check your own microphone settings.
Use an external microphone plugged into your computer or laptop's microphone input.
|Participant keeps losing connection, what should I do?||
A participant will lose connection only if their or your Internet is losing connection, or it is not a high enough bandwidth to facilitate full video and audio sessions.
The bandwidth for the video and audio has been optimised as much as possible, but if the internet speed is inadequate it is out of GroupQuality's or your control.
If they lose connection due to low bandwidth the software will attempt and bring them back into the live session.
|I forgot to press the record button - do you have a recording of my session.||NO! We leave it up to you to decide if you would like to record the video and or audio session. If you do not press the record button there will be no recording.|